In the first email, you need some more content about you not being sure what to do,and asking for help from your colleague. In the second email, when having a list, have 'and' before the final item. Staff is plural - 'Staff were' If just one person,use 'the staff member was...' in the letter , use noun form of 'improve' rather than implementations. You need to use different language in the letter from the email, focusing more on the solutions rather the problems.
To: Becky Chan, Accounts Department
From: Jan Wong, Estate Officer
Date: March 22nd, 2011
Subject: Estate Complaint
Hi Becky,
I've got a complaint from a resident regarding our new garbage collection system. She has lost her key during Chinese New Year Eve and could not get any help because our office was closed. Also, she mentioned about the risk of robbery when lost keys are fell into wrong hands.
Another problem is that we didn't ask their opinions before carrying out any new changes. Lastly, she is dissatisfied with the attitude of our Management Office staff.
Please advise asap.
Cheers,
Jan
To: Richard Chan, Estate Manager
From: Jan Wong, Estate Officer
Date: March 23rd, 2011
Subject: Issues of Estate Complaint
Dear Richard,
I am writing to inform you that I have received a complaint letter from a resident on March 21st, 2011. In her letter,she has raised four problems, including inconvenience of new garbage collection system, danger of lost keys, no consultation with residents prior to changes, dissatisfaction of Management Office staff's attitude.
Issue 1: Inconvenience of New Garbage Collection System
She has lost her key during Chinese New Year Eve and could not obtain a spare key from our office as it was closed for holidays. She was unhappy that she had to keep the garbage in her flat over the next three days. To solve this matter, I suggest that we should distribute at least two spare keys to each flat, so as to prevent any inconvenience caused.
Issue 2: Danger of lost keys
She feared that if lost keys fall into wrong hands,strangers may get easy access to the back stairs from the garbage room, and these stairs lead to certain flats. This may give rise to robberies. In response to her concern, I recommend that security cameras should be installed along the back stairs.
Issue 3: No Consultation with Residents Prior to Changes
Referring to the estate management regulations, changes must be put to the residents' committee. However, this new garbage collection system did not go through this process of consultation. This is because we did an informal consultation with the Chairperson of residents' committee and obtained his approval. In view of the issue of misunderstanding and lack of proper communication, I suggest that management officers should hold weekly meetings with the resident committee members to ensure all matters are discussed.
Issue 4: Dissatisfaction of Management Office Staff's Attitude
Besides, she was dissatisfied with the service of our Management Office staff. The staff was rude and unhelpful on many occasions. We have investigated for the reason behind this issue and found out that it was due to shortage of staff. I therefore recommend the Management Office to hire more staff to work during peak hours.
We would like to seek your approval for implementing our suggestions to handle the situation. I look forward to hearing from you. Thank you.
Yours sincerely,
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
24 March 2011
Ellen Ma
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Re: Response to your feedback
Thank you for your letter of 21 March 2011 concerning four issues of our new garbage collection system.
We have investigated the causes of those matters and devised implementations to improve those issues. The cause of
inconvenience of new garbage collection system was improper arrangement of spare keys. To solve this matter, we are going to distribute at least two spare keys to each flat, so as to prevent any inconvenience caused.
Regarding the danger of lost keys, the Management Office will install security cameras along the back stairs to prevent any robberies.
In addition, the new garbage collection system did not go through the process of consultation. This is because we did an informal consultation with the Chairperson of residents' committee and obtained his approval. In view of the issue of misunderstanding and lack of proper communication, we will hold weekly meetings with the resident committee members to ensure all matters are formally discussed.
As for the quality of service of our Management Office staff, we investigated for the reason behind this issue and found out that it was due to shortage of staff. You will be pleased to know that the Management Office plans to hire more staff to work during peak hours. This is to ensure we provide excellent service to estate residents.
We sincerely apologize for causing any inconvenience to you. We hope you will be satisfied with our actions. If you have any inquiries, please feel free to contact us on 2345 6789.
In the first email, you need some more content about you not being sure what to do,and asking for help from your colleague.
In the second email, when having a list, have 'and' before the final item.
Staff is plural - 'Staff were'
If just one person,use 'the staff member was...'
in the letter , use noun form of 'improve' rather than implementations.
You need to use different language in the letter from the email, focusing more on the solutions rather the problems.
To: Becky Chan, Accounts Department
From: Jan Wong, Estate Officer
Date: March 22nd, 2011
Subject: Estate Complaint
Hi Becky,
I've got a complaint from a resident regarding our new garbage collection system. She has lost her key during Chinese New Year Eve and could not get any help because our office was closed. Also, she mentioned about the risk of robbery when lost keys are fell into wrong hands.
Another problem is that we didn't ask their opinions before carrying out any new changes. Lastly, she is dissatisfied with the attitude of our Management Office staff.
Please advise asap.
Cheers,
Jan
To: Richard Chan, Estate Manager
From: Jan Wong, Estate Officer
Date: March 23rd, 2011
Subject: Issues of Estate Complaint
Dear Richard,
I am writing to inform you that I have received a complaint letter from a resident on March 21st, 2011. In her letter,she has raised four problems, including inconvenience of new garbage collection system, danger of lost keys, no consultation with residents prior to changes, dissatisfaction of Management Office staff's attitude.
Issue 1: Inconvenience of New Garbage Collection System
She has lost her key during Chinese New Year Eve and could not obtain a spare key from our office as it was closed for holidays. She was unhappy that she had to keep the garbage in her flat over the next three days. To solve this matter, I suggest that we should distribute at least two spare keys to each flat, so as to prevent any inconvenience caused.
Issue 2: Danger of lost keys
She feared that if lost keys fall into wrong hands,strangers may get easy access to the back stairs from the garbage room, and these stairs lead to certain flats. This may give rise to robberies. In response to her concern, I recommend that security cameras should be installed along the back stairs.
Issue 3: No Consultation with Residents Prior to Changes
Referring to the estate management regulations, changes must be put to the residents' committee. However, this new garbage collection system did not go through this process of consultation. This is because we did an informal consultation with the Chairperson of residents' committee and obtained his approval. In view of the issue of misunderstanding and lack of proper communication, I suggest that management officers should hold weekly meetings with the resident committee members to ensure all matters are discussed.
Issue 4: Dissatisfaction of Management Office Staff's Attitude
Besides, she was dissatisfied with the service of our Management Office staff. The staff was rude and unhelpful on many occasions. We have investigated for the reason behind this issue and found out that it was due to shortage of staff. I therefore recommend the Management Office to hire more staff to work during peak hours.
We would like to seek your approval for implementing our suggestions to handle the situation. I look forward to hearing from you. Thank you.
Yours sincerely,
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
24 March 2011
Ellen Ma
4/F Richland Court
Ma On Shan
Dear Ms. Ma,
Re: Response to your feedback
Thank you for your letter of 21 March 2011 concerning four issues of our new garbage collection system.
We have investigated the causes of those matters and devised implementations to improve those issues. The cause of
inconvenience of new garbage collection system was improper arrangement of spare keys. To solve this matter, we are going to distribute at least two spare keys to each flat, so as to prevent any inconvenience caused.
Regarding the danger of lost keys, the Management Office will install security cameras along the back stairs to prevent any robberies.
In addition, the new garbage collection system did not go through the process of consultation. This is because we did an informal consultation with the Chairperson of residents' committee and obtained his approval. In view of the issue of misunderstanding and lack of proper communication, we will hold weekly meetings with the resident committee members to ensure all matters are formally discussed.
As for the quality of service of our Management Office staff, we investigated for the reason behind this issue and found out that it was due to shortage of staff. You will be pleased to know that the Management Office plans to hire more staff to work during peak hours. This is to ensure we provide excellent service to estate residents.
We sincerely apologize for causing any inconvenience to you. We hope you will be satisfied with our actions. If you have any inquiries, please feel free to contact us on 2345 6789.
Yours sincerely,
Jan Wong